Have you ordered a PS5? Here's what to expect

[Christopher_G]

**UPDATED** We've added some extra information to cover some more frequently asked questions

You can order accessories on Add To Plan, which lets you buy new kit, and spreads the cost across your monthly EE bills over the next 11 months. It doesn’t cost you any more – there are no fees and no interest, and it’s not just for pay monthly mobile plans either. 4GEE WiFi and tablet plan users can benefit too.

Find out more about Add To Plan >

Here’s some helpful information of what to expect if you ordered one.

 

 

The PS5 is showing as out of stock, what should I do?

When the PS5 is out of stock, you can register here to get notified when it is available to order again.

Am I eligible?

You are able to order if you are an existing EE customer within the first 17 months of your contract and are eligible to take Add to Plan (please note, not available at time of upgrade).

Can I buy over the phone?

No, the PS5 is only available to buy online through the online shop

How do I know my order has been successful?

When you place your order online you will see an on-screen message like the one below with an xko number

You will also get an email about your order which will look like the below

If there are any problems with your order you will be contacted directly.

You will be kept up to date with your order by regular weekly messages, no need to call.

When will my £10 upfront payment be taken?

Your payment will not be taken straight away, so no need to check your bank account. It will be taken when your PS5 order is being processed on your account.

Will you be selling accessories or games?

Yes, we are selling various packages of games, controllers and consoles.

How will I find out about my delivery details?

You will get free Monday to Friday delivery as standard on all online orders and will receive a notification when it is out for delivery.

DPD – our courier partner, will send you a text the day before your EE order arrives to confirm delivery for the following day. The message will also include options to change and track your parcel on DPD’s website.

A further message will be sent on the day of delivery advising the 1 hour slot in which your delivery will be attempted, again this message will include options to change and track your parcel.

What if I want to cancel my order?

If you wish to cancel your order, please call us on 150 to do so.

Are you excited about getting your hands on one?

Tell us what games you are looking forward to playing in the comments by tapping “Reply” below.

[Natz2381]

After receiving the eligibility email at 11.30ish today I have now had a confirmation email saying it has now been processed successfully and I should receive it before 15th December so hope yet to anyone who also received the previous email the same good luck guys hope ee come through for yous they have done for me

[Sazzleroberts]

@Natz2381 did you order the bundle ?

[AverageMom90]

@Lisa120_ 

what's the delivery detail? I can see the image you sent

[mtm81]

Just got off the phone to EE 0800 0790531

Confirmed that the eligiblity checker DOES look to see if you with the whole 17 months issue on a contract WITH A PHONE.  Sim only does not apply.

I spent an hour on the phone with a lovely lady.  I've upgraded one of my phones which was out of contract (was planning too anyway) - and she put my order through there and then (taking the £10).

Turns out that your online "order" isn't really an order at all and in fact is then manually handled by a team of people at EE.  They are doing the checks etc and THEN add it on as a real order.

Those of you who have had the £10 will have manually/auto passed their checks.  Those of you with the emails referencing the additional checks will either be

a) Ok, as you'll pass these checks if the above conditions are met

b) fail those checks and THEN have to either upgrade etc to secure the PS5

c) Have the order fail.

One key thing I did note from my conversation was that if you are in pool b) (as I was) and you wait for the email to arrive asking for you to call them and go through the upgrade of the contract (if you want to), then you may NOT get your order. 

I did ask her specifically that, for orders in that b) pool - as the order is effectively being set aside until the account holder upgrades etc, is that Ps5 Stock order still held against that pending order - she said it wasn't!

So, by calling and upgrading, I've effectively short circuited that process and confirmed by PS5 order in their back office system (rather than just the online order system which is different).

I would advise anyone else in the same boat as me, who wants to upgrade their sim only/expired phone contract so do the same.

Hope this helps!

[MikeD_89]

@Sazzleroberts 

Oh mate - I only ordered the one with the controller as its the first one I saw, and didn't want to miss out given how hectic everthing was at the time.

As far as I'm concerned they can keep the extra controller, as long as they can send the console out! :'D 

That being said, they have taken the £10 from me - so I'm very hopefully of a dispatch today.

[Natz2381]

Yes I ordered the bundle

[MikeD_89]

So who has actually had a DPD confirmation / dispatch notification / tracking number so far?

A lot of us are fortunate at have had £10 taken out our accounts - which is a great sign of course, but I'm curious how many people are "done".

[Sazzleroberts]

@MikeD_89 

Its the only bundle I could see so I snapped it up 😂😂

I'm the same,  don't bother with the controller just send me the box 😂

[jmils0883]

so i placed my order at 8:25am

for 

PS5 Disc Edition + Additional Controller + 12-month PS Plus | White

I recieved confirmation email but no order number, only have that from the order screen. today i recieved 6 emails all the same starting with

"Hi, Thank you for placing an order for an Add to Plan on your account. Subject to eligibility checks, you can expect to receive your PS5/PS5 Accessories before......"

but no real information.

reading on here and speaking to people on other places, people who ordered after me have had their order processed and shipping confirmed. so it clear that EE are not processing these on a first come first served basis

[ahadmahmood]

Just received the processed order email with the XKO number, the money has also been taken from my account - happy days